The impact of an apology and its sincerity on forgiveness-related coping responses

: the moderating role of procedural justice climate and victim power

Abstract

In response to changing workplace dynamics, there is a growing need for effective conflict resolution in organisational settings. This research addresses the practical challenge of understanding behavioral responses to workplace conflicts, offering insights relevant to improving workplace relationships and promoting organizational harmony. Specifically, this dissertation investigates the influence of apologies and perceived apology sincerity on forgiveness-related coping responses (forgiveness, reconciliation, revenge, and avoidance) following a workplace conflict. Further, it examines the mediating roles of emotional responses (compassion and anger), and the moderating role of procedural justice climate (PJC) and victim power. Study 1, a quantitative experimental design (N = 107), investigated the effects of apology presence or absence in high and low PJC. Findings indicate that apologies are effective in promoting forgiveness, with minimal impact on revenge and avoidance. Compassion and anger played a mediating role on specific forgiveness-related coping responses, whereas PJC did not moderate this relationship. Study 2, a mixed methods study (N = 70), further examined the role of perceived apology sincerity in shaping coping responses, moderated by victim power and PJC. Results showed that compassion mediated the relationship between apology sincerity and both forgiveness and econciliation. In contrast, anger mediated the relationship between apology sincerity and revenge and avoidance. Victim power and PJC were not signfiicant moderators in the direct relationship, however, the mediation of compassion was stronger in low victim power conditions and low to average PJC. Overall, these results indicates that apology sincerity plays a crucial role in promoting forgiveness and reconciliation, with compassion acting as a significant mediator. Practical implications for organisations include a focus on emotional management interventions and addressing the procedural justice climate to foster positive conflict resolutions, further enhancing organisational well-being and productivity. Future research should explore other contextual factors in workplace conflicts that may drive an individuals behavioral response.

Date of Award	13 Feb 2025
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Maria Francisca Saldanha (Supervisor)